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integrations-salesforce-asterisk

About Asterisk

Asterisk is a communications engine that transforms commodity computers into powerful communications servers. Asterisk is free and open source software. Digium is the creator and primary sponsor of the Asterisk project.... Read more

About Salesforce

Salesforce is the world’s leading CRM with over 100,000 business clients. Their trademark easy to use software consistently get better adoption rates, and more effective collaboration, mobilization, and revenue growth... Read more

About Tenfold

Tenfold is a phone intelligence solution which unifies a user’s phone system and CRM platform;
All calls made on your phone will be automatically logged in Salesforce,
allowing them to work together, and streamline the customer experience. Read more

100% Data Capture

Tenfold automatically captures every interaction and natively integrates with all
communication platforms including Salesforce

360-Degree View

Tenfold provides immediate transparency across all departments, specific to the current
customerstate

Ease of Implementation

There is minimal change to end user behavior and as always, no change in existing
infrastructure is required with the Tenfold and Salesforceintegration

Adherence

With Tenfold, you also have the ability to innovate by leveraging your current tech stack
and operate within current security requirements

Capture 100% of your
customer interactions

80% of customer engagement data is
missing

Running a modern day business is like having a bad set of windshield wipers in a storm, you get 20%
visibility into the activity that your team is doing and not enough to really know what is going on.
Tenfold installs a new set of windshield wipers that gives you 100% visibility into your business.

Native integration with all communication
platforms

Tenfold provides automatic capture of customer interaction data in real-time with minimal change to
end user behaviors as well as the flexibility to add/change systems without hidden costs or service
fees.

How Click-to-Dial integrations are powering up Salesforce/Asterisk users

Sales is a fast paced and constantly evolving field. A sales agent is required to make a high volume of calls in order to maintain a high success rate in his company. A general rule of thumb is the more you are on the phone, the higher your chances are for success. The more calls you make, the more sales you make. From this, it is easy to deduce from this that a sales agent needs to make a large amount of calls every day in order to succeed at his craft.

Let’s say an agent makes 100 calls per day. Each manually dialed call through Asterisk takes roughly 10 seconds, more when you are documenting your effort through Salesforce. That means in a given day, an agent loses 17 minutes to manually dialing numbers and track their effort through Salesforce with their Asterisk device; a conservative estimate given a variety of factors. In terms of an average day, that’s two or three connections that a salesperson isn’t able to make, and close to ten calls that never happen because of the time lost due to manually dialing numbers. That might not sound like much, but let’s take a step back and look at the bigger picture. If an agent makes 100 calls on average per day, that means every 10 days they have will have lost an entire day’s worth of effort.

So how is technology working to resolve this pain point? What can sales teams put in their virtual utility belt in order to make more calls, create better connections, and ultimately close more sales and increase revenue for their company?

The answer is simple; Click to Dial integrations. A Click to Dial integration leverages html-rich environments to generate hyperlinks from phone numbers. The technology uses complex logic to determine if a specific set of numbers is a phone number. Looking from an HTML viewpoint here is an example of the integration in action from an industry leader:

In this example, it generates a hyperlink module through Salesforce in the inspect element and allows the agent to route a call directly to Asterisk. How does that information pathway work?

With asterisk, a click to dial request is generated. This is sent as an Asterisk Originate command to the Asterisk Manager Interface. The interface will then accept the command and route the request to your deskphone or softphone. This technology enables the salesperson to focus solely on what’s most important; making calls and logging their effort in Salesforce. With integrations like these, their average connect time increases dramatically, and provides a salesperson with more opportunity to make a greater impact everyday.

In terms of the value you get from a click-to-dial integration, what about the marriage of value to difficulty in configuration? From the standpoint of an industry leader, not very difficult at all. Let’s take a deep dive in the configuration pieces necessary to enable click-to dial integration functionality.

Aside from the obvious networking necessities such as open ports to accept Asterisk traffic, username, password, host IP, etc, you’re able to configure additional fields that we will outline below to make a click to dial integration work for you.

As shown here, by adjusting the (click-to-dial or CTD) outbound channel, we’re telling the Asterisk Manager Interface how CTD should be interpreted, so if you wanted to allow this only from a specific block of numbers, you would specify it as such: SIP/300xxx. This would indicate if you had extensions such as 300123 that click-to-dial is only configured to work through these channels on your Asterisk server. Additionally, context allows you to configure where click-to-dial CAN function. The example provided allows the organization to generate CTD requests from internal numbers. Another popular example with this integration is if you only want your agents to click to dial through your Salesforce, you would specify this as follows. from-CRM This tells the phone system to only accept channels routed through your Salesforce and to reject Asterisk Originate commands from other sources.

With the seamless integration of Click to Dial technology, adding this capability into the chest of tools for a sales team should be an immediate action item. By eliminating manual dials through Asterisk, CTD integrations essentially pay for themselves given how many more calls can be made as a direct result of the technology. Coupling that with how these hyperlinks can be generated in Salesforce and you create a powerhouse of wealth potential.

Asterisk Compatibility

Salesforce Compatibility

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About Asterisk

Asterisk is free open source software for building communications applications. It allows attached telephones to make calls to one another and even connect to other telephone services. Founded in 1999 by Mark Spencer of Digium, Asterisk was originally designed for Linux operating systems. Now, it runs on a variety of operating systems, including NetBSD, FreeBSD, OpenBSD, MacOS, and Solaris. It can also be installed on flash drives and embedded systems based on OpenWrt.

Though initially developed for companies in the United States, Asterisk eventually gained worldwide recognition because it is freely available under open-source licensing; and its modular and extensible design further added to Asterisk’s appeal.

At present, Asterisk has been deployed in 170 countries and installed on over a million servers worldwide. It has over 86,000 community members and gets around two million downloads every year.

The Asterisk software – one of the company’s most popular products – is a world leader in open source telephony systems. It can convert an ordinary computer into a feature-rich voice communications server. It can create and deploy a broad range of telephony applications and services, such as IP PBXs, VoIP gateways, call center ACDs, and IVR systems.

Another popular Asterisk product is the Switchvox IP PBX solution. While its system is based on the Asterisk open source software, it differs from the latter in that it is administered through a user-friendly graphical user interface rather than raw configuration files and custom scripts.

Aside from the standard features of a phone system, the Switchvox PBX also has unified communications capabilities like advanced voice messaging, instant messaging, desktop fax, drag and drop control, multi-party conferencing, and advanced IVR.

Asterisk also has specially designed IP business phones called Digium Phones. All models feature HD Voice, plug-and-play deployment, contextual soft keys, multiple line appearances, and advanced applications. These are the only phones that allow users to take full advantage of the Asterisk software.

Asterisk’s products have received plenty of recognition over the years. In 2015, Switchvox became the recipient of TMC’s Internet Telephony Product of the Year Award and Unified Communications TMC Labs Innovation Award. Switchvox also won the Unified Communications Excellence Award in 2015 and 2016.

Meanwhile, Asterisk’s IP phones was also awarded the 2016 Internet Telephony Product of the Year Award and 2014 Internet Telephony Excellence Award.

Switchvox Cloud had also been hailed as Product of the Year by Unified Communications and TMC on several instances.

About Salesforce

Salesforce is an American cloud computing company specializing in CRM. Its initial goal was to disrupt the delivery of business software applications via a completely new model known as Software-as-a-Service or SaaS. Though most of its revenue comes from CRM products, Salesforce also creates commercial applications for social networking.

Founded in 1999 by Marc Benioff, Parker Harris, Dave Moellenhoff, and Frank Dominguez, Salesforce is now regarded as one of the most highly-valued cloud computing companies with a market capitalization of $55 billion. Salesforce’s initial public offering was listed on the New York Stock Exchange in 2004 under the ticker symbol CRM, with the help of $110 million in investment capital. It is also a constituent of the S&P 500 Index.

Salesforce’s main headquarters are situated in the historic Southern Pacific Building in San Francisco. It also has regional offices in Switzerland, India, Tokyo, Toronto, Chicago, London, Sydney, Dublin, Hyderabad, San Mateo, Hillsboro, and New York City.

Salesforce’s products are divided into eight categories: Sales, Service, Marketing, Community, Analytics, Platform and Apps, Commerce, and Internet of Things (IoT). One of its most well-known products is Sales Cloud, which allows users to manage their contacts and track opportunities from any device. The Sales Cloud is used widely by sales teams, often in conjunction with a Salesforce dialer. Service Cloud is another popular add-on as it helps create a faster and smarter customer service experience.

When it comes to marketing, Salesforce has Pardot as its offering, an app that helps generate high-quality leads and drive sales with intelligent B2B marketing automation. Engaging the community has also become smarter and easier with Einstein, an artificial intelligence app built to discover patterns of community interaction so that it can recommend the best ways to personalize offers and content for every user. Using this new technology, sales and marketing teams can reach prospects and customers with tailored offerings be it through the use of a Salesforce dialer with calls or through outbound emails. There is also the IoT Cloud that can transform big data into real-time actions through the use of intuitive tools.

Salesforce has received hundreds of awards and accolades since its inception. Fortune named it as one of the world’s most admired companies five times. It has also appeared in the Fortune 100 Best Companies to Work For nine times. Salesforce entered the Fortune 500 list in 2015 and 2016. Forbes named Salesforce as one of the most innovative companies in the world six times. CRM Magazine also chose the company as the best enterprise and mid-market CRM multiple times.

Other institutions that have bestowed awards and recognitions on Salesforce include Business Insider, Fast Company, FlexJobs, San Francisco Business Times, and The National Diversity Council Awards.